• Understand the key practical principles and terminology used within ITIL® and IT Service Management?
• Understand why ITIL® has become so important today
• Explain the key benefits of an IT Service Management based approach to Service Management
• Understand the key ITIL® processes and activities associated with practical IT Operations

Who will benefit?

Staff who are within an organisation preparing for the implementation of ITIL® that would benefit from a knowledge and awareness of the subject.
 
It is suitable for all levels of IT Staff.
 
It is non-technical and as such also suitable for non-IT staff whose effectiveness would be enhanced by a greater awareness and understanding of ITIL®
 
There are no prerequisites for attendance.

Content

The Core Content includes:

• Background to ITIL®: What is ITIL®, where does it come from, why it works, popularity today, implementing the processes
• Service desk: Role of Service Desk, value of Service Desk
• Incident & problem Management: The difference between Incidents & problems, Incident Management process (including prioritisation and call ownership) Reactive Problem Management
• Change & Release Management: what is the difference, the various types of Changes, the CAB, and the value of planning Releases, the DML
• Configuration Management: why the need, how to implement, how to maintain a CMDB
• Service Level Management: SLAs, OLAs, and Contracts, content of SLAs, the need for a Service Catalogue

Prices

• To discuss prices for the provision of this in-house Briefing for your organisation please contact us at enquiries@e-quant.co.uk